SHIPPING & RETURNS

RETURNS

 

Our policy lasts 14 days.  If more than 14 days have gone by since delivery, unfortunately you are not eligible for refunds or exchanges. 
 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 
 
To complete your return, we require a receipt or proof of purchase. 

 


REFUNDS


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.  Refunds will be processed only for issues regarding the quality of the item(s) or if the wrong item(s) has been delivered. 

We do not process refunds if the the size ordered is wrong. However, in this case, we do offer solutions to upgrade the product to a different size (extra fees may be applicable). 

If you are approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment. 

  • 25% Restocking Fee will be charged on all returns that were not a shipping error and/or defective upon arrival. 

  • Return freight must be arranged by you for all other returns too. 

  • Returned products must be in their original packaging. 

DISCLOSURES

Actual product colors may vary from colors shown on your monitor due to Photographic Lighting Sources or Your Monitor Settings. 

Window reflection on the corners has been used to give a glass effect for the product photos. There is no such reflection on real products. 

 
Late or missing refunds  
If you haven’t received a refund yet, first check your bank account again.  Then contact your credit card company since it may take some time before your refund is officially posted.  Next contact your bank.  There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at help@soultiles.com.com
 


EXCHANGES


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@soultiles.com. 
 


GIFTS


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.  
 
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver. 

WRONG ADDRESS


Our fulfillment process is fully automated, therefore, you have limited time to make any address changes.  Please be aware, if you confirm a change of address after your order has been shipped, your products may be discarded. 

In this case, we can offer you two options: 

  1. After confirming your address, you will be charged an additional 25% of the total amount to reship the order. 

  1. You will be refunded 75% of the total amount. 

 

SHIPPING


To return your product, you should mail us and we will provide our address for returns, if applicable. 
 
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 
 
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 
 
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.